Protection Service for Business

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Issue: When I try to search a device (e.g. EXAMPLE-PC123) in Protection Service for Business portal (PSB) by using characters in the end or inside of the string (e.g. PC123), there are no results found. I need to know the beginning of the name in order to find it.   Resolution: The search functionality is doing search based on the beginning of the device name only, also known as a starts with search. Searching a string within a name is not supported and neither are wildcards. Article no: 000012638
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Issue: In C:\Windows\Temp\, the folder fs-capricorn fills up hard disk until there is no free space left Resolution: The files in the fs-capricorn folder are normally deleted when the computer is shut down. Unexpected system crashes can cause the situation that the files are not automatically removed.  You can safely go ahead and manually clean the fs-capricorn folder. Take note that some of the files can be in use and locked and therefore they cannot be removed. You can skip the removal of those files. Article no: 000014816
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Issue: When installing an F-Secure PSB product (Server Security / Computer Protection / Server Protection), user encounters an error about the subscription key they are trying to use. Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact your administrator." Resolution: This is most likely due to the PSB product having been installed on the computer before using the same subscription key and at some point the machine has been removed from the PSB portal. This adds the machine to a blacklist, called List of removed computers, to prevent the software from automatically re-registering to the portal if the software is still installed after the machine is removed from the portal. To reinstall the product using the same subscription key on that computer, you need to first clear the list of removed computers for that subscription key: Log in to the PSB Portal Open the Subscriptions page Choose the subscription key which you are trying to use and click on the "triple dot button" on the right side of the page Click on Clear list of removed computers This releases all computers from the list for that specific subscription key. Now the subscription key can be used again on that same computer. Article no: 000001257
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Issue: Trying to reset password for PSB Portal but I don't get any email. Resolution: If you don't get an email message when using the reset password function in PSB Portal try the following: Check that you are using the correct user name or email address. Check you have chosen the correct region. Password resets are not sent if you have chosen the incorrect region. (PSB3 requires use of direct https link) Clear browser cache and cookies.  If all login and password reset attempts fail, contact F-Secure Customer Service and they can investigate the issue. Article no: 000001720
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Issue: If a scheduled scan time has been set for F-Secure Computer Protection, does scheduled scan start on the next startup, in case the system has been shut down or offline during the scheduled scan time? Resolution: The scheduled scan does not start on the next computer startup. It will start on the next scheduled time only when the computer is on.  Article no: 000013123
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Issue: Reseller partner has sold a subscription to a customer but when the reseller partner views their PSB portal, it is not displaying the customer company or the subscription key/code under the reseller partner's PSB account. Resolution: Make sure that you have logged in to the correct PSB Portal account with the solution provider rights. If anyone else in your company has a PSB Portal account, they can verify your login name on the Accounts page in the PSB portal. If you are the only administrator user, contact your F-Secure sales contact for assistance. If you have logged in using the correct PSB Portal account but unable to see the customer company in the scope drop-down menu on your account, make sure that you have sold the PSB product as Partner Managed and not Company Managed. If the product has been sold as the Company Managed, neither customer company or the subscription will not be shown in the reseller partner's account. If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed,  contact our Order Services team or your F-secure Sales contact. If you are unable to reach your F-Secure Sales contact, contact F-Secure Customer Care here. Article no: 000005981
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Issue: Customer or reseller partner would like to cancel a Protection Service for Business (PSB) subscription, how to cancel? Resolution: If you have the product through a reseller partner, you need to contact them and they can request a termination of a subscription. If you are a reseller partner or have purchased the product directly from F-Secure, you can contact your F-Secure sales contact or account owner.  If you are unable to reach your F-Secure sales contact or account owner, please open a support request. Article no: 000003517
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Issue: When loging to PSB Portal user gets "no active subscription" error Resolution: This can happen if you are logging in with multiple F-Secure accounts on the same computer and old cached data is saved in the browser. It can also occur if you have an F-Secure account that is not directly connected to an account in PSB. For situations with multiple accounts: Click on the "person" icon on the same page you get the error Choose to logout Login with your PSB account credentials and choose your PSB account If you have trouble using the normal login, open the browser incognito mode and login to the PSB Portal. If you suspect that your login credentials are not connected to an account in PSB, please contact support and provide the login name that you're using as it needs to be checked internally. Article no: 000009994
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Issue: User has entered a valid 2-step authentication code from their mobile authentication application, but receive "The verification code that you entered is incorrect. Try again." error when trying to login to PSB Portal Resolution: If you have entered the correct code within the allowed time frame but you still receive the error, make sure the time and date is set correctly on your mobile device. Two factor authentication can fail if the date and time it set incorrectly on the mobile device.  Article no: 000017861
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Issue: PSB Computer Protection says "Check internet connection and try again" when trying to install with subscription key. Resolution: If you are connected to the internet and still getting the "Check internet connection and try again" error message during installation with a subscription key, follow the steps below to rule out other probable causes: Incorrect subscription key: Check that you are using the correct subscription key during installation Double-check the spelling and verify from either your license certificate or from the Subscriptions page in the PSB portal that you are using a valid license Insufficient number of available seats: Check that there are still available seats on the license you're trying to use In the PSB portal, go to the Subscriptions page and check the Usage column for the license in question. If there are no more available seats, you have two options:  Remove old installations that are no longer in use to free up seats, or; Acquire more seats via Partner Portal or reaching out to your reseller or F-Secure sales contact If you would like to remove old installations that are no longer in use to free up seats, follow the steps below: Log in to the PSB portal Go to the Devices page Select the device(s) you want to remove, using the checkbox on the left Click Remove device from the options at the bottom of the screen (Remember, to be able to reinstall on these devices, you need to clear the list of removed computers: Go to the Subscriptions page, open the action menu on the right side of the license and click Clear list of removed computers) Article no: 000008841
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Issue: How can I exclude certain software update from the F-Secure Software Updater in F-Secure PSB? Resolution: Prerequisite: You need to have a non-default profile before you can configure your software updater settings. To exclude specific software updates from automatic installation: Log in to the PSB Portal Go to the Profiles  Select the profile you want to modify Go to Software updater Under Exclude software from automatic installation, click Add software and then type in the keywords or a Bulletin ID using the formula: PRODUCT=<value>;SP=<value>. The service pack is optional. For example: PRODUCT=Skype 6 PRODUCT=office; SP=SP2 PRODUCT=Java PRODUCT=Microsoft BULLETIN=MSNS19-08-4494174_V2 Lock the setting with the Padlock (Disallow user changes) and click Save and Publish. After the profile has been saved and published, the exclusion will be taken into use on the devices that have this profile assigned.  Article no: 000006571
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Issue: Device that had the multi factor authentication (MFA) application broke or has been lost and user has 2-step authentication enabled in the PSB Portal. How can the 2-step authentication be reset? Resolution: If you do not have any recovery codes saved, ask another PSB-portal administrator to delete your administrator user account and then create a new administrator account for you.   If you're the only administrator, or the others do not have necessary access rights to create new administrator user accounts, contact F-Secure Customer Care for further assistance. Article no: 000015352
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Issue: How to download and install F-Secure Protection Service for Business (PSB) products, like Computer protection, Server Protection or Email and Server Security? Resolution: To download an install F-Secure Protection Service for Business (PSB) products, follow the steps below: Log in to PSB Portal EMEA (PSB1) America (PSB2) APAC (PSB3) EMEA2 (PSB4) EMEA3 (EUSMI) ​ On the side navigation bar, click Downloads  Select the product that you wish to install to download the installer  Run the installer For some products there is also the option to send the installation file to a user via email: https://help.f-secure.com/product.html#business/psb-portal/latest/en/task_4BBCD978718B46C2ACD5D21B65A59DDC-psb-portal-latest-en Article no: 000001426
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Issue: F-Secure PSB Computer Protection installation on a Windows 8 computer, fails with error "Check System Requirements, This version of Windows is not supported, please make sure you have the right operating system and service packs installed." Resolution: Only Microsoft Windows 7, 8.1 and 10 (all 32-bit and 64-bit editions) are supported for F-Secure PSB Computer Protection installation. Proceed to upgrade your Microsoft Windows 8 operating system to version 8.1 before installing the F-Secure product. Article no: 000011265
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Issue: As the user enters the subscription key during installation, they receive an error message telling "Could not verify the subscription key. Try again later". Resolution: Check that all the licenses are not in use.  Log in to PSB Portal. Go to the subscriptions page and check the amount of licenses in use If all licenses are in use you can remove a previously installed device: Go to the devices page Click on the white square on the left side of the device Click on remove device from the bottom of the screen Try PSB Computer Protection installation again If the installation still cannot verify the subscription key, empty the list of removed computers: Go to the subscriptions page Click on the three dots on the right side of the subscription key Choose to empty list of removed computers. Try PSB Computer Protection installation again Make sure you are installing PSB Computer Protection on a supported Operating System. PSB Computer Protection can be installed on a workstation version of Windows (7, 8.1 and 10). If you try activating a PSB product on a Windows Server Operating System with a subscription key meant for PSB Computer Protection, you will receive the error "Could not verify the subscription key. Try again later". You can check the supported Operating Systems from this help guide. It is also possible that the network is blocking necessary traffic to our services. This community article has more information to help resolve such issues. Article no: 000002440
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You can sync your Password Protection passwords between devices by connecting these devices. To connect devices, you need to generate a...
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Password Protection is set up and ready for use. You can create your first password entry.
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To find the most up-to-date content for this topic, go to the Management Portal Help.
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The new PSB login flow enables: Shared login to both the Protection Service for Business (PSB) and Rapid Detection and Response (RDR) portal with the...
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Before installing Password Protection, make sure you have a valid subscription and installation key.
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Before installing Password Protection, make sure you have a valid subscription and installation key.
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Instructions for installing Computer Protection using a clone image.
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F-Secure Endpoint Proxy, also referred to as Policy Manager Proxy (PMP) is provided by F-Secure to minimize the bandwidth usage while downloading...
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This guidance is for upgrading from F-Secure PSB E-mail and Server Security 11.x to version 12.x on all supported Windows platforms.
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This is ordering information for Protection Service for Business (PSB) Advanced in the Partner Portal.
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To sync passwords and connect between devices, you need to generate a synchronization code. To generate a code:
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In F-Secure Computer Protection, the firewall profile defined in the PSB portal sets the rules in the Windows Firewall on the end-point computers,...
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This article describes how you can add a mobile device to the Protection Service for Business (PSB) portal.
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This article describes how you can add a Freedome for Business subscription key to the Protection Service for Business (PSB) portal.
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As soon as the administrator has added you as a user in the PSB Management portal, you will receive an installation email.
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F-Secure Protection Service for Business (PSB) products get upgraded to the latest version through the PSB's channel upgrade functionality. This means...
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In Protection Service for Business (PSB), you can exclude all Microsoft and/or Java SW updates from our software updater by using a keyword and/or a...
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F-Secure Computer Protection is now available. With the new release, Computer Protection will eventually replace the Workstation Security clients...
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Removing a computer from PSB Portal will add the computer to a blacklist which prevents the computer to be connected back to the PSB Portal. This will...
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To add new users, you need a subscription for Password Protection.
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License key is no longer valid or not recognized or already in use when trying to validate license after installation of PSB endpoint protection...
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The installation of Server Protection fails or does not show up in the PSB portal if the root certificates are not up to date.
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When a manual scanning task that was started from Web Console is interrupted, the preconfigured actions may not take place for detected malware or...
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Resetting passcode from PSB Portal fails on devices running on Android 7 and newer, except for Samsung devices.
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If malicious or disallowed attachments are blocked during real-time scanning in the Exchange store, they are listed in the Quarantine Query without...
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When logging in as an admin to the PSB portal, I see a red notification banner on the PSB home page with a link to view affected accounts. What does...
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When you log into Web Console, it does not load the full user profile. Therefore, you cannot scan a network drive or share from the manual scanning...
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After installation of our Mac product on macOS High Sierra, a red F-Secure (X) icon may appear when running real-time scanning.
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The user has received a new email to download and activate the Freedome for Business app. However, the activation link does not work.
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The following virtual locations are currently available for Freedome for Business.
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This article lists the operating systems that Freedome for Business is currently supporting.
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In the table in this article, you can see the feature differences between Freedome for Business and the Freedome product for consumers.
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This article describes the new features and improvements in PSB E-mail and Server Security 11.00. It also lists the dropped features.
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The current version of NIF-based Web Traffic Scanning cannot handle the content of encrypted network traffic, e.g. HTTPS protocol.
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Sometimes, once you have changed a setting or saved a new one, such as the language of the user interface, there may be a delay of a few seconds while...
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